Cloud communications and IT management software company GoTo has added 100 new features to GoTo Connect, including AI communications.
Damon Covey, general manager for unified communications at GoTo, said the idea is to unify communication channels. The result? An “intuitive, AI-powered” business communications platform.
“These latest GoTo Connect advancements are designed to set a new standard for how businesses handle customer communications,” Covey said.
“Our customers can resolve issues faster, build stronger relationships, and deliver a truly personalised experience.”
Accordingly, users would spend less time switching between apps. Consequently, they would free up time to focus on other tasks.
The latest round of GoTo Connect advancements include a better unified inbox, more mobile features, and “practical AI” capabilities, the vendor said.
“GoTo Connect enables businesses to manage conversations effortlessly across email, WhatsApp, and more,” it said.
It updated its AI-powered platform to manage calls 24/7, analyse customer agent conversations, and identify phrases and speaker insights in less time. Also, organisations would more easily add products, edit audio clips, safeguard conversations, and manage SMS communications, GoTo said.
AI communications set for further updates
Other updates this year included AI Receptionist in March.
GoTo said AI Receptionist was the first GoTo Connect Digital Workforce solution. Accordingly, the idea is to offer SMBs an “always on” digital front desk.
Olga Lagunova, chief product and technology officer at GoTo, said AI was “the future of customer communication and a win-win” for businesses and customers.
“This delivers immediate value to the existing workforce by handling peaks in call volume, supporting agents during off hours, and tackling mundane tasks,” she said.
The software greets calls in selected languages, routes them, and resolves routine inquiries via email, customer relationship management (CRM) software. It can draw information from knowledge bases and FAQs.
And GoTo Connect can help observe its ‘behaviour’ for correction and optimisation, GoTo said.
Also, in February GoTo announced AI Quality Management, a workforce engagement management tool for GoTo Connect Contact Center.
In summary, the tool uses generative AI for reporting and analysis of inbound calls, with a view to pinpointing where workers need more training, correction or coaching.
Covey said contact centres typically review some calls manually to assess customer interactions. However, this was “time-consuming” and “often lacks actionable insights”.
Therefore AI Quality Management would help businesses continuously improve the way employees interact with customers, he said.
And GoTo is also developing AI-enabled communications platforms for specific industries, such as automotive dealerships.
In addition, the vendor offers various IT management tools, including LogMeIn Resolve for MSPs and Central for centralised endpoint management. These too are set to be increasingly AI-enabled.
Also, GoTo is encouraging partners to register for its online GoFurther event on 17 June.
( Image by Benjamin Adams from Pixabay )
